HMRC signed Salesforce for up to £2 billion. Its first estimate was £1 billion.
Salesforce announced an agreement of up to 15 years with HMRC, the UK tax authority, on 15 October.
The Register reported that HMRC first estimated the purchase at £1 billion in April 2025. The later tender valued it at £2 billion before VAT. Two bidders reached the final round, and Salesforce beat Pegasystems.
The software will bring older systems onto one platform, giving staff a single view of each taxpayer's contacts. It includes Agentforce, Salesforce's AI agent software. Salesforce says the platform supports HMRC's target of delivering 90% of services digitally by 2030.
According to Salesforce, the tax system serves more than 34 million people and five million businesses. In 2023-24 only two-thirds of calls to HMRC were answered, The Register noted.
The missing detail is what changed between the £1 billion estimate and the £2 billion tender. Neither Salesforce's announcement nor The Register's report explains the increase or gives the payments due in the first years. Neither source includes a response from HMRC.
Sources
Our file on Salesforce
- 20 Oct
Salesforce said at least 20,000 workers changed roles. It cited an AI redesign.
- 19 Oct
Salesforce said 75% of leads went unanswered. It credits AI agents with $88 million.
- 18 Oct
UK police built a Salesforce chatbot. A contact costs 27p, versus £7.80 for staff.
- 16 Oct
Tottenham Hotspur put Salesforce's AI on fan questions. The AI resolves 20% alone.
- 12 Oct
Salesforce renamed AIForce to SIForce. Trump's order binds only federal agencies.
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